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Program Manager, Digital Customer Success - Talent Solutions - job 1 of 4

At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers both hybrid and remote work options. This means you can work from home and commute to a LinkedIn office, depending on what's best for you and when it is important for your team to be together, or you can work remotely from most locations within the country listed for this role.LinkedIn is looking for a Program Manager to support the ongoing evolution of our Digital Customer Success initiatives with a particular focus on coordinated strategy for key GTM initiatives including new product launches and priority feature updates with the objective of enabling product adoption with self-serve and digital resources and achieving fully orchestrated digital customer success experiences. The successful candidate will be a natural relationship builder with great communication skills and will be effective in working cross-functionally to shape and deliver projects or programs globally across multiple stakeholder groups. The successful candidate will partner internally within the global Scaled Solutions Organization and with cross-functional teams, including Customer Success & Services, Product, Marketing, Operations and Sales. They will drive alignment among internal stakeholders to achieve shared goals, enhance current programs, and project manage the rollout of new or updated digital customer success strategies.Ideal candidates will also have experience promoting a culture of diversity, inclusion, and belonging. Key Responsibilities: • Build relationships with key stakeholders and senior leaders across Scaled Solutions, Customer Success and other key functions to facilitate collaboration and alignment.• Partner with stakeholders and cross-functional partners to align on priority initiatives, build coordinated recommendations, and develop & implement self-serve & digital cs strategies and experiences to improve account health, drive adoption, retention and growth.• Audit current state Digital CS experiences tied to priority product launches, updates and/or GTM initiatives and identify gaps, duplications, issues or opportunities.  • Collaborate with specialist self-serve, scaled success and/or marketing teams on required updates or changes to ensure fully orchestrated digital cs experiences. • Monitor performance and track the effectiveness of Digital CS strategies and/or programs anchored on business priorities, proactively identifying and prioritizing opportunities for enhancement and building alignment across stakeholders.  • Partner across specialist teams, stakeholders and/or leaders to build and deliver effective internal communication plans that address different stakeholder needs, leveraging relevant channels and formats to deliver key messages, and to drive reinforcement, change management and/or enablement across key audiences.• Create, update and maintain internal materials, resources, playbooks and/or sites for key Scaled Solutions, CS&S and/or Sales teams and stakeholder audiences.  • Develop and execute project plans, including determining and aligning scope, resource needs, deliverables, timelines, and results. Provide regular updates to stakeholders on project progress, risks and results, actively managing stakeholder expectations throughout the project lifecycle.• Develop and maintain a comprehensive understanding of the competitive landscape and market trends to inform the evolution of self-serve and digital cs strategies and programs.  • Foster a culture of collaboration and teamwork within the organization and across functions, champion the customer experience and drive accountability for customer outcomes across all functions.  • Anchor on Digital Customer Success Strategies and LinkedIn Vision to help shape and evolve customer programs and experiences.   Basic Qualifications:   • BS/BA or equivalent degree required   • 5+ years’ experience with Program Management, Product Management, Operations, Customer Success, Management Consulting, Business Analysis, or Customer Marketing Preferred Qualifications: • Experience executing programs on a global scale   • Experience leading change within a cross-functional business environment   • Prior management consulting experience   • Experience in gathering business insights, and identifying trends from data from multiple sources• Prior work experience in a Voice of Customer/User role a plus • Strong written, and verbal communication skills • Strong organizational skills and attention to detail • Cross-functional collaboration and negotiation skills Suggested Skills:• Program Management• Change Management• ConsultingLinkedIn is committed to fair and equitable compensation practices.The pay range for this role is $91,000 to $148,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits.Equal Opportunity StatementLinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: EEO Statement_2020 - Signed.pdf.Please reference the following information for more information: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf andhttps://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation.Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:• Documents in alternate formats or read aloud to you• Having interviews in an accessible location• Being accompanied by a service dog• Having a sign language interpreter present for the interviewA request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.San Francisco Fair Chance Ordinance ​Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.Pay Transparency Policy Statement ​As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.Global Data Privacy Notice for Job Candidates ​Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.
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$119500 / YEARLY (est.)
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$91000K
$148000K

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What You Should Know About Program Manager, Digital Customer Success - Talent Solutions, LinkedIn

At LinkedIn, we’re excited to find a talented Program Manager for our Digital Customer Success team, specifically within Talent Solutions. You’ll have the flexibility to choose where you work best—whether that’s from home, a LinkedIn office in Sunnyvale, CA, or virtually from anywhere across the country. This role focuses on developing and implementing strategies for key go-to-market initiatives, including product launches and vital feature updates, all aimed at enhancing product adoption through self-service and digital resources. As a natural relationship builder, your communication skills will shine as you collaborate with stakeholders across the globe, including Customer Success & Services, Product, Marketing, Operations, and Sales. Your mission is to align these groups on shared goals, enhance existing programs, and manage new digital customer success strategies. You’ll conduct audits to identify gaps in our current digital experiences, ensuring we’re always improving and innovating. In addition to your analytical skills, you’ll monitor performance metrics, track effectiveness, and drive a culture of diversity and inclusion, ensuring all voices are heard. By fostering collaboration within and across teams, your work will champion customer experience and define our vision for digital customer success. If you have a passion for project management and want to contribute to a diverse and inclusive environment, this could be the perfect opportunity for you!

Frequently Asked Questions (FAQs) for Program Manager, Digital Customer Success - Talent Solutions Role at LinkedIn
What are the key responsibilities of a Program Manager at LinkedIn for Digital Customer Success?

As a Program Manager in Digital Customer Success at LinkedIn, you'll be responsible for developing and executing strategies for important go-to-market initiatives. This includes managing product launches, ensuring effective communication with cross-functional partners, and continuously improving our digital customer success experiences. You'll also need to monitor performance metrics, drive alignment among stakeholders, and create internal resources that support the objectives of Customer Success & Services, Marketing, and Sales.

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What qualifications do I need to apply for the Program Manager role at LinkedIn?

To qualify for the Program Manager position in Digital Customer Success at LinkedIn, you need a BS/BA or equivalent degree and at least 5 years of experience in Program Management, Operations, or related fields. Experience working cross-functionally, especially on a global scale, is preferred, alongside strong organizational, written, and verbal communication skills. A background in management consulting or customer marketing can be advantageous.

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What is the work culture like at LinkedIn for the Digital Customer Success team?

At LinkedIn, the culture emphasizes trust, collaboration, and respect for diverse perspectives. The Digital Customer Success team focuses on fostering a supportive environment that encourages individual strengths and teamwork. With a commitment to diversity and inclusion, LinkedIn ensures that everyone feels valued and empowered to contribute their best work, whether in-person or remotely.

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How important is collaboration in the Program Manager role at LinkedIn?

Collaboration is crucial for the Program Manager role in Digital Customer Success at LinkedIn. You'll work closely with various stakeholders, including Customer Success, Product, Marketing, and Sales teams, to align on priorities and ensure a cohesive strategy. Effective communication and relationship-building skills are essential to managing expectations and driving projects forward, making collaboration a key aspect of your success.

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What opportunities for growth are available for a Program Manager at LinkedIn?

As a Program Manager in Digital Customer Success at LinkedIn, you have numerous opportunities for professional growth. You'll work on diverse projects that enhance your skills in program management and gain insights into market trends. Additionally, because LinkedIn values employee development, you'll have access to training programs and mentoring opportunities to further your career in a dynamic and innovative environment.

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Common Interview Questions for Program Manager, Digital Customer Success - Talent Solutions
How do you approach managing multiple projects at once as a Program Manager?

When managing multiple projects, I prioritize by assessing the urgency and impact of each project while ensuring alignment with strategic goals. I use project management tools to track progress, set clear deadlines, and communicate regularly with my team and stakeholders to manage expectations.

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Can you describe a time when you had to drive alignment among cross-functional teams?

In a previous role, I facilitated a series of workshops to align different teams on a new product launch. I encouraged open dialogue to surface concerns and ideas, resulting in a unified strategy that all stakeholder groups bought into, which ultimately led to a successful launch.

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What strategies do you employ to ensure effective communication with stakeholders?

I establish regular check-ins with stakeholders to provide updates and gather feedback. I also tailor my communication style to meet the needs of different audiences, utilizing various channels and formats to ensure everyone is informed and engaged in the project's progress.

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How do you evaluate the success of a digital customer success strategy?

I evaluate success through key performance indicators like adoption rates, user feedback, and retention metrics. Regularly analyzing these data points helps identify areas for improvement and ensures that strategies are aligned with overall business goals.

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How do you handle conflicts or disagreements within a project team?

I believe in addressing conflicts openly and immediately by setting aside time for team discussions. I approach the situation with empathy and active listening to understand differing viewpoints, facilitating a solution that aligns with our common goals.

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What tools or methodologies do you find most effective for project management?

I find Agile methodologies particularly effective as they promote flexibility and iterative progress. Tools like Jira or Asana help me organize tasks and keep everyone on track, while fostering transparency in project status updates.

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What experience do you have in promoting diversity and inclusion in the workplace?

I have led initiatives aimed at cultivating a more inclusive environment, such as organizing workshops that focus on unconscious bias. I also advocate for diverse perspectives within project teams, ensuring that everyone’s ideas and insights are valued.

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Why do you think customer success is important for a company like LinkedIn?

Customer success is central to LinkedIn's mission of connecting professionals. By ensuring that users are getting the most value from our products, we not only boost engagement but also solidify customer loyalty, contributing to long-term success and sustainability for the company.

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How would you approach auditing current digital customer success experiences?

I would start by collecting user feedback and performance data to identify strengths and weaknesses in the current experience. Collaborating with stakeholders, I would map these experiences and establish a framework for continuous improvements based on user needs and business goals.

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What are your long-term career aspirations as a Program Manager?

My long-term aspiration is to grow into a senior leadership role where I can drive strategic initiatives that impact a larger segment of the business. I aspire to mentor upcoming professionals and foster an inclusive culture that celebrates diversity and innovation.

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Our mission is to create economic opportunity for every member of the global workforce and this vision connects our more than 16,000 employees in dozens of offices across five continents. It inspires us to invest in our talent, support career grow...

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DATE POSTED
December 24, 2024

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